We are looking for a skilled and detail-oriented individual to manage our enterprise-wide Salesforce-based complaints and escalations case management system. This person will be responsible for the overall ownership of the platform, ensuring its functionality, data integrity, and alignment with organizational goals. The ideal candidate must excel in cross-functional collaboration, have deep experience in enterprise platform management, and be comfortable with hands-on responsibilities such as writing user stories, managing User Acceptance Testing (UAT), and establishing/maintaining governance and controls.

Platform Ownership & Management: (30%)

• Serve as the owner of the Salesforce-based complaints and escalations management system, ensuring it meets the evolving needs of the organization.
• Develop and manage the platform roadmap (including global expansion efforts), aligning it with business objectives and continuously improving its functionality.
• Oversee all aspects of platform administration, including configuration, customization, and maintenance.
• Stay up-to-date with the latest Salesforce developments, tools, and best practices, applying them to improve the platform's performance and user experience.
• Identify opportunities for automation, process optimization, and innovation within the platform.
• Gather feedback from users and stakeholders to inform ongoing enhancements and ensure the platform remains fit for purpose.
• Create and maintain detailed documentation for the platform, including user guides, process flows, and governance procedures.
• Provide training and support within a train the trainer environment, ensuring they are equipped to use the platform effectively and efficiently.
• Manage the terms of the software contract, ensuring compliance with all contractual obligations and maximizing the value of the platform.
• Oversee the allocation and management of platform licenses, ensuring that the number of licenses aligns with organizational needs and budget constraints.
• Manage the process for chargebacks related to Salesforce license usage, ensuring accurate tracking and reporting of costs to the appropriate departments.

Collaboration & Stakeholder Management: (30%)

• Collaborate with cross-functional teams, including IT, operations/customer service, compliance, legal, and data analytics, to ensure the platform supports the specified needs and that it is developed in a scalable and sustainable manner.
• Serve as the point of contact between technical teams and business users, translating business requirements into technical specifications.
• Work closely with stakeholders to prioritize enhancements, address issues, and ensure the platform evolves in line with changing business needs.
• Collaborate with other system owners to identify and execute integration opportunities that can lead to workflow efficiencies and increased data integrity.  

User Story Development & UAT Management: (20%)

• Write detailed user stories and acceptance criteria for development, ensuring clarity and alignment with business requirements.
• Manage the User Acceptance Testing (UAT) process, coordinating with stakeholders to ensure that new features and updates meet the necessary standards before deployment.
• Track and resolve any issues identified during UAT, ensuring a smooth rollout of new functionalities.

Governance, Data Integrity, Reporting & Analytics: (20%)

• Establish and maintain governance frameworks and controls to protect data and enhance data integrity across the platform.
• Develop and enforce data management policies, ensuring compliance with internal standards and external regulations.
• Monitor data quality, implementing processes to continuously improve data accuracy and reliability.
• Ensure that data within the platform is secure, accurate, and readily available for reporting and analysis.
• Develop and maintain tools, reports, and dashboards that enable stakeholders to derive actionable insights from the data.
• Work with key points of contact to encourage and facilitate regular Quality Control (QC) functions to ensure the accuracy and reliability of the data being reported.
• Collaborate with data analytics teams to ensure all data is transmitted to data warehouse and perform routine checks to validate accuracy.
• Facilitate the creation of reports and dashboards that help experience, operations and business teams derive insights from the data and make informed business decisions.

Number of Direct Reports and Typical Job Titles

0

Total Number of Employees (includes direct reports and all employees in those organizations)

0

Basic Qualifications

• Bachelor’s degree in Information Systems, Business Administration, or a related field.
• Minimum of 7 years of experience managing an enterprise platform, with specific experience in Salesforce administration and development.
• Proficiency in Salesforce, with experience in platform customization, data management, reporting, and dashboard creation.
• Proven experience in writing user stories, managing UAT, overseeing platform governance, and developing reporting tools.
• Strong understanding of data governance, security, and compliance requirements within an enterprise environment.
• Excellent collaboration and communication skills (in English – both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders.
• Ability to facilitate conversations between a diverse group of stakeholders, ensuring alignment and across multiple teams with diverse objectives and needs.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Proven ability to manage multiple complex projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
• A proactive mindset with a passion for continuous improvement and innovation.

Environment/Physical Demands: This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone.  Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Must be able to talk and hear.  Required to use hands to finger, handle, or feel objects, tools or controls.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasional travel – no more than 10%

Ability and willingness to manage all interactions via videoconference

Preferred Experience

• Salesforce certifications are highly desirable.
• Experience in CX/EX analytics.
• Experience in highly regulated industries (e.g. insurance, finance, banking)
• Experience working in Agile development environments

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/